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1.Meet the new consumer
The migration to mobile and social media will challenge — and change — everything we know about consumer marketing.
2. Who owns your brand?
Brand equity can no longer be bought. Online reviews now generate total market transparency for location-based businesses. Reviews tilt the balance of branding power away from companies and into the hands of customers.
3. The battle for brick-and-mortar customers is won or lost on the social web. To win, marketers must actively enlist customers as online advocates. Those who scale online review volume and quality will be rewarded with higher search visibility and more business at street level.
4. “Dark data” provides priceless operational insights
Vast amounts of unstructured, unmined sentiment data on social media provides feedback about the customer experience that you can filter using thematic analysis and use to improve operations at the national or location level.
5. Business implications
Online reputation stands betwee

1. Meet the new healthcare consumer
The consumerization of healthcare, major demographic shifts, and the migration
to mobile and social media are tilting the balance of power away from traditional
healthcare marketers and into the hands of potential patients.
2. Online reputation is the new competitive frontier for marketers
Healthcare brands are no longer controlled by marketers. Patient feedback about
doctors and facilities online is leading to total market transparency for healthcare
consumers. CG-CAHPS surveys only go so far in providing social proof.
3. Healthcare branding is becoming hyper-local
In the search for providers, all branding is local – at the level of individual
practitioners and facilities. Proliferating points of presence on the web make this
a challenge that requires technology. But healthcare marketers who scale online
review volume and quality will be rewarded with higher search visibility.
4. Business implications
Online ratings and reviews stand between everyth

The past year ushered in some big changes for Online Reputation
Management (ORM) — and the practice has become indispensable for any
location-based enterprise.
In 2017, review sources proliferated, consumers became more savvy about the validity of online
reviews, and the position of Chief Experience Officer started to gain traction among locationbased
organizations. ORM and SEO became increasingly intertwined as Google refined its search
algorithms with a strong emphasis on reviews and star ratings.
This year, expect to see these four trends move to the forefront:
1) Google will extend its dominance in online review volume and consumer exposure, eclipsing all
other specialty sites.
2) SEO will be reinvented as user-generated reviews weigh more heavily in search rankings.
3) The voice of the customer will no longer be siloed across disconnected categories.
4) Consumer feedback from reviews and social media will drive operational improvements.

Since the 1990s, the customer relationship management (CRM) concept has been embraced by the business world as a way to forge, maintain, and improve bonds with customers. Previously, many companies focused mainly on gathering consumer data for their own use. However, once businesses began to understand the value of allowing customers to dialog about their needs, they began implementing more systems that invited customer feedback.

Negative consumer feedback creates great opportunities for brands to respond. In fact, consumers who read helpful brand responses to reviews are 186% more likely to make a purchase. Hear first-hand how brands respond in this recording.

It’s no longer enough to think of consumers as online vs. in-store. The mobile shopper is neither and both of these, becoming the norm rather than the exception. “7 Ways the Mobile Consumer Changes Everything” reveals new research.

It’s no longer enough to think of consumers as online vs. in-store. The mobile shopper is neither and both of these, becoming the norm rather than the exception. Download the new research “7 Ways the Mobile Consumer Changes Everything” now.

Negative consumer feedback creates great opportunities for brands to respond. In fact, consumers who read helpful brand responses to reviews are 186% more likely to make a purchase. Hear first-hand how brands respond in this recording.

Negative consumer feedback creates great opportunities for brands to respond. In fact, consumers who read helpful brand responses to reviews are 186% more likely to make a purchase. Hear first-hand how brands respond in this recording.

This paper describes why and how Enterprise Feedback Management (EFM) is a critical component in solving the problem of enhancing customer-driven innovation and improving the predictive capabilities of the IT organization.

This paper describes why and how Enterprise Feedback Management (EFM) is a critical component in solving the problem of enhancing customer-driven innovation and improving the predictive capabilities of the IT organization.

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